bank OPERATIONS and support headSecurity Bank

About Security Bank
We are the Philippines' largest independent bank, having won countless awards over the years, including one of Euromoney's most prestigious industry awards in 2021-Best Bank in the Philippines.
We're changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we're far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
The Role
As Bank Operations and Support Head, you will be accountable for directing the daily operations of the entire department by managing key result areas and metrics, including attendance and attrition and executing various operational strategies to ensure that all required goals set by the Group Head will be consistently exceeded. Attain the prescribed service levels and TATs in the most effective and efficient manner to deliver the requirements of the various business and products being supported by the Call Center through constant improvements in its processes and technical platform. Ensure that the Bank's image is consistently upheld in every customer interaction. Manage the Non-Voice and Support teams in terms of Quality Assurance, Process Excellence, Compliance and Training.
How you'll contribute
Review performance of the Non-Voice and Support teams through regular business review to increase productivity and achieve group goals at the least possible cost.
Analyze and provide recommendations in managing key metrics based on performance scores to ensure Customer Satisfaction.
Provide needed Leadership by overseeing CCG's processes and procedures and collaborate with CCG Leadership to design and implement specific programs to ensure the division delivers excellent customer service and enhanced customer experience.
Formulate performance management processes through individual and team level review to address areas of improvements and opportunities.
Ensure that Complaints Management Program of the entire group through audit reviews will yield positive results eliminating valid complaints from internal and external stakeholders.
Raise relevant issues by encouraging the team to escalate issues and feedback from customers to ensure timely action.
Initiate consistent communication with Internal stakeholders through regular reviews regarding over-all performance of the division.
Communicate department performance through various reports to focus on improving team's over-all performance.
Provide insight through regular feedback to other business teams and product owners regarding customer inputs, insights and inquiries as gathered by the Inbound (Bank) to ensure guidance and alignment of strategies.
Ensure that all Internal Controls through regular review are in place as part of Risk Management.
Raise team performance by actively initiating, recommending and implementing improvements in call center operations (Bank) to achieve excellent customer handling and quality compliance.
Conduct regular reviews for all direct report by setting expectations as to the over-all goals of the team to implement both functional and organizational policies.
What we're looking for
Bachelor's degree in Computer Science/ Information Technology, Business Studies/ Administration/ Management, Commerce or other related field.
At least 8 years of experience in bank operations / BPO particularly in management of KRA and metrics, Quality Assurance, Process Excellence, Compliance and Training.
Preferably well-versed in handling Non-voice.
Proficient in MS Office applications
Capable of mapping customer-centric processes
Proficient in English and Filipino. Both Oral and Written communication
Hybrid work arrangement
#LI-JC1
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Security Bank

Makati City, Metro Manila
Permanent
Full-time